Zendesk has acquired AI-powered modern workforce management (WFM) solution, Tymeshift, which simplifies the management of complex customer experience (CX) workloads.

Tymeshift is an AI-powered solution built on Zendesk to help organisations track agent activity, productivity, and efficiency in real-time. Visibility into agent activity and automatic tracking allows support teams to save time previously spent on manual workforce management tasks by automatically creating schedules, forecasts and real-time reports.

Benefits of Tymeshift include predictive AI-powered forecasting for ticket volumes and subject matter to forecast future staffing needs; access to a completed schedule automatically created based on staffing forecasts; the ability to visualise historical and real-time data to optimise costs and service levels; and visibility over team productivity and performance to make potential improvements.  

Zendesk senior vice president, Matt Price said, “Companies of all sizes benefit from WFM tooling, so Tymeshift was a natural choice when looking to expand our product portfolio. With this acquisition we made adoption seamless and ensured immediate value to Zendesk customers.

“Tymeshift has proven to be a comprehensive and intuitive WFM solution, enabling companies to streamline their scheduling, forecasting, and reporting, ultimately leading to better customer service.”

Zendesk director of WFM strategy and GTM and former Tymeshift CEO, David Birchmier added, “Tymeshift allows customers to optimise staffing based on accurate forecasts and data, automate time-consuming chores, collect better insights and make great reports. Having the right people on the right channels, at the right time, all based on real-time data allowed us to provide immediate value to Tymeshift customers, and I’m looking forward to expanding our impact by officially joining Zendesk.”